Team Leader

2 weeks ago

Brisbane, Australia Queensland Health Full time

**The role**: You will proactively, professionally and regularly with the clinical information systems unit customer base and provide timely, accurate and high-quality information that supports clinical service delivery, process improvement and decision making.

**Other key responsibilities include**:

- Adhere to defined service quality standards, health and safety policies and procedures relating to the work being undertaken to ensure high quality, safe services and workplaces.
- Support the provision of clinical information which contributes directly to patient care and clinical decision making by maintaining information systems and processes.
- Manage and coordinate service desk resources within the Clinical Information Systems and Support Unit (CISSU) by providing guidance advice and direction to meet and maintain defined service levels and respond to executed work requests and authorised information requests.
- Manage and develop the service desk team including performance appraisal, training and development.
- Provide high level support and administration by complying with departmental standards, policies, procedures and IT service management processes.

Are you right for this role?
To be successful in this role, you will have demonstrated ability or the ability to quickly learn an Information Technology Service Management (ITSM) tool and ITIL Service Management processes, primarily incident / problem management.
- Experience in managing processes and procedures of best practice service desk functions, while delivering high quality customer service and 1st line support in a diverse ICT environment (SFIA: USUP Level 2)
- Proven ability to coordinate and allocate work to meet agreed service levels in a highly focused customer service environment (SFIA: USUP Level 5)
- Well-developed interpersonal, written and oral communication skills including the ability to negotiate, advise, influence others and work collaboratively with people to make decisions (NHS: Effective and strategic influencing)
- Proven ability to work as a team member including the ability to coach and mentor a team with demonstrated experience in providing regular performance and developmental feedback (NHS: Leading change through people)
- Effective problem-solving skills with the ability to identify opportunities for continuous improvement in a highly focused customer service environment (SFIA: ITOP Level 3).

By joining eHealth Queensland, you will work within a fast-paced, challenging and supportive environment where every employee plays a critical role in our ongoing success.

**You will enjoy a variety of benefits, including**:

- Competitive salary + generous superannuation and leave loading
- Flexible working arrangements
- Diverse work culture
- Career training and development

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